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Showing papers in "Journal of Human Resources in Hospitality & Tourism in 2012"


Journal ArticleDOI
TL;DR: In this article, the authors investigated the relationship among emotional labor strategies, emotional exhaustion, and turnover intention, specifically in the hospitality industry, and they concluded that emotional exhaustion positively influences turnover intention.
Abstract: In this research the authors investigate the relationship among emotional labor strategies, emotional exhaustion, and turnover intention, specifically in the hospitality industry. The sample comes from hotel employees in China. The conclusions obtained by the authors are: (1) Surface acting positively influences emotional exhaustion; deep acting negatively influences emotional exhaustion; automatic emotional regulation, however, has little significance on emotional exhaustion. (2) Emotional exhaustion positively influences turnover intention. (3) Emotional labor strategies influence turnover intention through the role of emotional exhaustion. Implications and suggestions for human resource management practice are discussed in the study.

66 citations


Journal ArticleDOI
TL;DR: In this article, the authors examined the effects of Hurricane Gustav on businesses in the tourism industry and found that 88% closed to the general public before the hurricane and were closed for an average of four days.
Abstract: While numerous studies have examined the disaster-related challenges of residential populations, little research has documented the effects of disasters on businesses in the tourism industry (Drabek, 2000). As with residential circumstances, effective and efficient preparation, speedy response, and strategic recovery following disasters are crucial for tourism businesses. In this research, Greater New Orleans hotels are examined to assess their resiliency when handling the effects of Hurricane Gustav. Specifically, this research examines (a) the reasons for and effects of business closure, (b) the impact of losing lifeline services (e.g., electricity and telephone service), and (c) the human resource challenges that were caused by the disaster. In a study involving a representative sample of hotels, results indicated that 88% closed to the general public before the hurricane and were closed for an average of four days. Approximately 13% of hotels lost power, 17% lost telephone services, and 42% lost the m...

42 citations


Journal ArticleDOI
TL;DR: In this paper, the authors investigate the human resources practices in small hotels in the hotel industry and find that the competitive advantage of organizations in hotel industry is their human resources, and the aim of the authors in this article is to investigate the Human Resources practices of small hotels.
Abstract: The competitive advantage of organizations in the hotel industry is their human resources. The aim of the authors in this article is to investigate the human resources practices in small hotels in ...

33 citations


Journal ArticleDOI
TL;DR: In this article, the authors examined how perceived external prestige, a variable which examines how an employee believes others view his or her work, affects the outcomes of psychological capital and psychological empowerment at the individual, or employee, level.
Abstract: Through this study the authors sought to examine how perceived external prestige—a variable which examines how an employee believes others view his or her work—effects the outcomes of psychological capital and psychological empowerment at the individual, or employee, level. Results showed that significant bivariate correlations exist between perceived external prestige and psychological capital as well as psychological empowerment. Further they show that the effect of a manager's customer orientation was moderately significant when moderating the relationships between perceived external prestige and psychological capital as well as psychological empowerment. Practical and theoretical implications are discussed.

31 citations


Journal ArticleDOI
TL;DR: In this article, the authors developed and tested a research model that investigates work-related depression in frontline employees in the hospitality industry and found that disengagement functioned as a full mediator of the effects of customer verbal aggression and perceptions of organizational politics on workrelated depression, while there was no empirical support for the mediating role of exhaustion.
Abstract: The purpose of this study is to develop and test a research model that investigates work-related depression in frontline employees in the hospitality industry. Specifically, the model examines exhaustion and disengagement as full mediators of the effects of customer verbal aggression and perceptions of organizational politics on work-related depression. Data pertaining to the predictor and criterion variables were obtained from frontline hotel employees in two waves in Iran where the two waves were separated by a time lag of one week. The aforementioned relationships were tested using LISREL 8.30 through path analysis. The results revealed that disengagement functioned as a full mediator of the effects of customer verbal aggression and perceptions of organizational politics on work-related depression. On the contrary, there was no empirical support for the mediating role of exhaustion. Management implications of the findings, limitations of the study, and avenues for future research are discussed.

26 citations


Journal ArticleDOI
TL;DR: In this paper, a conceptual framework for an organizational structure at the unit level in the hotel industry that will create an attractive work environment for Generation Y is proposed to examine the environmental forces that are beyond the lodging industry's immediate control.
Abstract: The increasing sophistication of well-traveled customers and the burgeoning young demographic known as Generation Y constitute major environmental forces that are beyond the lodging industry's immediate control. Generation Y will form the bulk of new hires who, by the nature of their drastic differences in work values and lifestyles, will not be attracted to hotels as they are currently operated. The purpose of the authors in this article is to examine these environmental forces and propose a conceptual framework for an organizational structure at the unit level in the hotel industry that will create an attractive work environment for Generation Y.

25 citations


Journal ArticleDOI
TL;DR: The authors explored the challenges experienced by gaming venue employees in Queensland Australia in responding to patrons with gambling problems, including embarrassment for both staff and patrons, emotional labor for employees, difficulties in identifying problem gamblers, and concerns about invading the patron's privacy, losing the patrons business, getting in trouble with their manager, and receiving an angry patron response.
Abstract: In this article the authors explore the challenges experienced by gaming venue employees in Queensland Australia in responding to patrons with gambling problems. Forty-eight in-depth interviews were analyzed using thematic analysis. Challenges identified include embarrassment for both staff and patrons, emotional labor for employees, difficulties in identifying problem gamblers, and concerns about invading the patron's privacy, losing the patron's business, getting in trouble with their manager, and receiving an angry patron response. Aligning their responsible gambling obligations with the expectations of management, patrons, significant others, and their own capabilities can potentially cause substantial role conflict and role ambiguity for frontline venue staff.

24 citations


Journal ArticleDOI
TL;DR: The authors examined organizational factors that predict the use of social network sites for screening applicants and how these sites are used by recruiters, finding that 50% of the recruiters reported that negative information from the Internet was more important than positive information of the applicants.
Abstract: Many U.S. employers are using social network sites to screen or investigate job candidates. Although this phenomenon has become increasingly popular for employers to use for marketing purposes, there is a dearth of studies examining how hospitality employers use social network sites as a human resource management practice. Thus, the purpose of the authors in this study was to examine organizational factors that predict the use of social network sites for screening applicants and how these sites are used by recruiters. Participants were industry recruiters attending a career fair. The results showed that 50% of the recruiters reported using social network sites to screen applicants. Negative information from the Internet was rated as more important than positive information of the applicants. Recruiters use social network sites more for management-level and front-of-the-house employees than entry-level and back-of-the-house applicants.

23 citations


Journal ArticleDOI
TL;DR: In this paper, the authors reveal that "age" and "length of service" are key drivers in developing organizational trust, which is a significant issue for hotels who employ significant levels of young, contingent labor.
Abstract: It is said that organizational social capital influences organizational productivity. The five variables in organizational social capital include: commitment, communication, trust, influence, and social relations. For the international hotel sector, trust scores the lowest. This is a significant issue for hotels who employ significant levels of young, contingent labor, yet through this research the authors reveal that “age” and “length of service” are key drivers in developing organizational trust. While organizational social capital is purported as necessary for productivity growth, the present hotel operational employment environment and human resource practice—in response to business demands—appears to work against lifting productivity.

22 citations


Journal ArticleDOI
TL;DR: In this article, the authors investigate the importance professionals working in the hospitality industry attach to key content areas taught in hospitality human resource and organizational management courses as they relate to the success of hospitality graduates.
Abstract: In this study the authors investigate the importance professionals working in the hospitality industry attach to key content areas taught in hospitality human resource and organizational management courses as they relate to the success of hospitality graduates. The authors also sought to determine if differences existed between various demographic subgroups based on industry segment, position, industry experience, and educational attainment. Results indicated practitioners perceived both human resource and organizational management expertise as critical but placed greater importance on organizational management knowledge. Analysis of the demographic subgroups identified differences in perception but only a few of these rose to the level of significance.

21 citations


Journal ArticleDOI
TL;DR: The authors investigated the perceptions and preparations of hotel general managers toward teaching business ethics in their hotels and ethics education in college hospitality programs and within the hotel industry and found that most hotel companies have not incorporated and implemented ethics education into their training programs; however, hotel managers did realize that business ethics is an essential part of business success.
Abstract: Ethics is a growing concern in American society; consequently, business ethics is also becoming a concern in the hospitality industry. This article investigated the perceptions and preparations of hotel general managers toward teaching business ethics in their hotels and ethics education in college hospitality programs and within the hotel industry. For hotel professionals, business ethics is normally discussed or taught during employee training sessions. The target population of this study was hotel general managers in the United States. The research implied that most hotel companies have not incorporated and implemented ethics education into their training programs; however, hotel general managers did realize that business ethics is an essential part of business success. Therefore, general managers indicated that it is imperative for hospitality organizations and programs to offer ethics education and training for their hospitality employees and college students.

Journal ArticleDOI
TL;DR: In this paper, the authors explore Thai competencies in human resources and service quality on the airline industry's ground operations at Suvarnabhumi International Airport in Thailand and identify the use of handling agents as a major factor that potentially limits airline service quality.
Abstract: Service quality is one of the major factors in obtaining a competitive advantage for airlines and is achieved by fostering highly competent human resources in all operations. Through this article the authors explore Thai competencies in human resources and service quality on the airline industry's ground operations at Suvarnabhumi International Airport in Thailand. The Employment and Training Administration competency model developed by the United States Department of Labor, SERVQUAL, airline surveys, and academic articles about airlines were used to frame the scope of questions on service quality competencies. The results highlight many high competencies of participating Thai employees, but also indicated certain competencies that require improvement and attention from managers to improve airline service quality. The findings also identified the use of handling agents as a major factor that potentially limits airline service quality. On the basis of the findings, it is suggested that (a) to make employee...

Journal ArticleDOI
TL;DR: In this article, the authors examined workplace learning in hotels and found significant differences across genders for various strategies for, outcomes of, facilitators of, and barriers to workplace learning, and no significant differences between managers and non-managers nor were there any significant interactions between gender and managerial status.
Abstract: The purpose of the authors in this study is to examine workplace learning in hotels. Specifically, they compare differences in learning strategies, outcomes, facilitators, and barriers between men and women, and managers and non-managers. Participants—151 employees of eight hotels in the Halifax Regional Municipality—completed four learning-oriented surveys and one demographic survey. Results indicated significant differences across genders for various strategies for, outcomes of, facilitators of, and barriers to workplace learning. There were no significant differences between managers and non-managers nor were there any significant interactions between gender and managerial status. Implications for managing human resources in the hotel industry are discussed.

Journal ArticleDOI
TL;DR: In this paper, the authors assess the effect of pre-employment drug-testing policies on aspects of employee work performance in the full-service restaurant industry, including absenteeism, turnover, and documented work-related injury/accidents.
Abstract: The purpose of this research is to assess the effect of pre-employment drug-testing policies on aspects of employee work performance in the full-service restaurant industry. Specifically, this study attempts to compare aspects of employee work performance in full-service restaurants with pre-employment drug-testing policies against the aforementioned aspects of work performance in full-service restaurants without pre-employment drug-testing polices. For the purpose of this study, work performance factors include absenteeism, turnover (voluntary and termination), and documented work-related injury/accidents. Results indicated no difference between employee absenteeism, turnover, or accidents among establishments with and without pre-employment drug-testing policies.

Journal ArticleDOI
TL;DR: This article examined the relationship between commitment to the organization, the supervisor, and colleagues, and citizenship behavior directed toward the organization (civic virtue and sportsmanship) and individuals (helping).
Abstract: In this article the authors examine the relationship between employee commitment and organizational citizenship behaviors. Their main objective is to examine the relationship between commitment to the organization, the supervisor, and colleagues, and citizenship behavior directed toward the organization (civic virtue and sportsmanship) and individuals (helping). The authors present the results of a study conducted in 10 hotels located in Quebec, providing 180 usable responses. The findings show that while commitment to the organization is related to helping, civic virtue, and sportsmanship, commitment to the supervisor is only related to sportsmanship. Commitment to colleagues is only linked to helping. The findings are discussed in the light of the literature.

Journal ArticleDOI
TL;DR: In this paper, an exploratory study looked at the decision-making patterns of hotel industry executives in terms of compensation and found that one of the key human resource decisions made by any organization is the design of its compensation strategy.
Abstract: One of the key human resource decisions made by any organization is the design of its compensation strategy. When choosing a compensation strategy, hospitality executives must make a variety of complex decisions that will ultimately impact a company's recruitment and retention efforts, as well as the attainment of organizational goals. This exploratory study looks at the decision making patterns of hotel industry executives in terms of compensation.

Journal ArticleDOI
TL;DR: In this paper, a comprehensive study of soft skills in entry-level management positions is presented, where the authors assess the importance of soft skill competencies found in literature and determine the relative importance of the seven categories of soft-skill competencies.
Abstract: The identification of competencies needed by hospitality managers has been investigated since the 1980s. In all of the competency research related to management, essential competencies include skills that can be classified as soft skills. The purpose of the authors in this project is to have human resource professionals rate the importance of soft skill competencies found in literature, and to determine the relative importance of the seven categories of soft skill competencies. Of the 116 soft skill competencies assessed in this study, the majority of them were deemed important, with means greater than 4.0 (on a 5 point Likert-type scale). This is an on-going comprehensive study of soft skills in entry-level management positions.

Journal ArticleDOI
Derya Kara1
TL;DR: In this article, the authors examined self-evaluation differences between male and female middle-level hotel managers who use the 360 degree evaluation model in their organization and found that significant gender differences exist in selfevaluation ratings with respect to the dimension of "Adapt to Changes".
Abstract: The purpose of this article is to examine self-evaluation differences between male and female middle-level hotel managers who use the 360 degree evaluation model in their organization. Data were collected from 258 middle-level hotel managers (163 male and 95 female department heads) to determine performance evaluation differences in 5-star hotels in Turkey. The study results show that significant gender differences exist in self-evaluation ratings with respect to the dimension of “Adapt to Changes’’; males reported slightly higher levels of “Adapt to Changes’’ than females, at their jobs. After controlling for variables such as age, marital status, monthly income level, education level, type of department, length of time in the organization, and length of time in the tourism sector, some gender differences remain significant. Specifically, males and females displayed more significant distinctions after controlling for their “education level.’’

Journal ArticleDOI
TL;DR: In this article, the authors look critically at the extent to which the sexual nature of the relationships between locals and visitors to Trinidad and Tobago are contributing to the rapid growth of the HIV/AIDS epidemic and the resulting myriad of social and economic challenges faced by the nation's Government.
Abstract: Tourism has assumed a decidedly new dynamism in relationships between tourists and their hosts. This phenomenon is prevalent in Caribbean countries, including Trinidad and Tobago. The cultural diffusion enabled by globalization has created ease and familiarity making the interacting parties very comfortable with each other. Still, a level of unexplored fascination between the two exists. This interaction comes with risk factors manifested in the HIV/AIDS epidemic and other social ills seriously impacting the twin island nation. Latest reports show that the HIV incidence rate in that country has reached unprecedented levels (over 20,000 in 2009). Through this study the authors look critically at the extent to which the sexual nature of the relationships between locals and visitors to Trinidad and Tobago are contributing to the rapid growth of the HIV/AIDS epidemic and the resulting myriad of social and economic challenges faced by the nation's Government.

Journal ArticleDOI
TL;DR: In this paper, self assessments of managerial competencies and roles among 84 students at the University of Botswana in this study reveal that students perceive they are strongly competent in interpersonal communication and least competent in oral presentations.
Abstract: Observations by Riggs and Hughey (2011) support the existence of a gap between the managerial competencies of tourism and hospitality students and competencies required in the industry. In response, the author examines self assessments of managerial competencies and roles among 84 students at the University of Botswana in this study. Findings reveal that students perceive they are strongly competent in interpersonal communication and least competent in oral presentations. Students perceive the mentor role as one of the dominant roles that they possess, while the coordinator role obtained the lowest score. The study strongly recommends that academics utilize teaching approaches that allow students autonomy in learning.